Everywhere you turn today, you hear about the importance of customer satisfaction. You might think that service is getting better with each passing moment. Surveys, though, suggest otherwise. One customer in four is thinking about leaving the average business at any given time because of dissatisfaction.

What’s wrong? Too many companies and employees view customer support as something that happens once and is then over. True service doesn’t just focus on a one-time event, but on building a sustained, positive relationship.

Organisations and people with a positive attitude toward service know that each contact is an opportunity that may never come again. Such encounters typically produce either a Moment of Magic: Positive experiences that make customers glad they do business there, or a Moment of Misery: negative experiences that irritate, frustrate, or annoy.

EXCEEDING EXPECTATIONS

The key to creating a “Moment of Magic” is exceeding a customer’s expectations. But what works for one person may not work for another. So we’re going to look at that process and how we can use knowledge of the behavioral Styles to create Moments of Magic.